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Guest Services Representative

2 months ago

Manteo, North Carolina, United States Manteo Hotel Full time

Job Type

Full-time

Position Overview

The Front Desk Agent plays a pivotal role in ensuring a seamless experience for guests during their stay at Manteo Hotel. This position is responsible for managing the check-in and check-out processes, handling payments, and addressing any discrepancies in reservations and accounts. The Agent is also tasked with providing personalized recommendations and assistance to enhance the guest experience.

Key Responsibilities

Check-In and Check-Out Services

  • Welcomes guests with a friendly demeanor, processes registration cards, assigns rooms, and communicates room details and rates.
  • Enters essential information into the system, ensuring accuracy in guest records.
  • Maintains organized filing of checkout registration cards.
  • Updates guest accounts and presents invoices for review.
  • Identifies and rectifies any inaccuracies in guest accounts.
  • Records charges accurately to guest accounts.
  • Conducts daily checks on financial transactions and maintains proper documentation.
  • Facilitates check-in and check-out for group bookings and tours.
  • Familiarizes oneself with the hotel's layout, amenities, and services to effectively assist guests.
  • Updates guest profiles with billing details, preferences, and special requests.
Guest Services
  • Communicates guest feedback and concerns to management promptly.
  • Handles on-the-spot reservations efficiently.
  • Utilizes the interdepartmental communication system for effective coordination.
  • Provides concierge services to meet guest needs.
  • Investigates and resolves guest complaints regarding charges.
  • Manages messages and mail for guests.
  • Processes reservations via telephone, email, or fax in line with company standards.
  • Promotes room upgrades to enhance revenue opportunities.
  • Monitors guest luggage in the baggage claim area and ensures timely delivery to rooms.
  • Coordinates mail and parcel deliveries for guests.
  • Works closely with housekeeping and food services to ensure guest satisfaction.
  • Assists guests with transportation arrangements as needed.
Financial Reconciliation
  • Conducts daily cash balancing and deposits.
  • Secures cash in the safe and maintains float in a safety deposit box.
  • Ensures compliance with accounting standards in all billing processes.
Cash Management
  • Handles currency exchanges.
  • Processes advance deposits for incoming guests and records them accurately.
  • Manages cash transactions and balances the cash drawer.
Qualifications

Education: A combination of education and experience that provides the necessary skills for effective performance is preferred. Typical qualifications include:
  • Hospitality Diploma or Degree
  • At least 6 months of experience in customer service
Knowledge: Understanding of hospitality and customer service principles.

Skills: Excellent interpersonal skills and a passion for working with people are essential. Must be enthusiastic, punctual, and committed to delivering exceptional service.

Physical Requirements: Ability to stand for extended periods and lift up to 50 lbs.

This job description is intended to convey essential information about the scope of the Front Desk Agent position at Manteo Hotel. It is not intended to be an exhaustive list of all responsibilities and tasks associated with the role.